I’m working on turning on the integration for Salesforce Activities to Timeline. 

We have a custom field on Salesforce tasks that we’d like to sync to the Timeline “Note.” Is it possible to map that custom field instead of mapping the “Description” to “Note.”?
See attached
 

Hi,

I have questions regarding “view” license. I assigned someone the view license and I sent them a link to a dashboard and they were not able to view it. I reached out to support and support asked for me to provide access on behalf of the person. I am unable to do so, so I asked the user to follow the steps to grant access. The user only have view access and couldn't follow the steps to provide support access for for Gainsight NXT.

I feel like I might be missing a step to provide access for the user to view dashboards. 

Hi, I have a few small questions on Gainsight assist. 1. The tokens are not populating in the templates. 2. Some contacts that I search in the primary recipient form field do not show up in the search 3. Is there a way to send one email and have it log to more than one timeline? Also are we able to log JO Program emails on the timeline? Thank you!

Hi, 

Sorry if this is a basic question, I’m new to JO and having trouble trying to set the ‘From Email’ to a generic email addresss.

I’m trying to build out a Customer Staisfaction Survey program to send out a satisfaction survey after a case is closed, I’m using Query Builder to pull in the participant data.

In the ‘Survey Email’ node, is it possible to set the ‘From’ and ‘Reply-To’ fields as a generic email/constant variable instead of it populating dynamically via a Mapped field? 

Thanks for any insight!

Is there any good way to keep a running avg of a datset? Example, we pull in our Salesforce Case data every 2 hours. We’d like to take an avg of ticket age for the last 30 days so we can compare it to the average 30 days from now. Therefore, we need some sort of rolling avg. We weren’t sure if that was possible using Gainsight, or if those averages would need to be calculated prior to the data coming into Gainsight.

Hello @aliceli and Felix (not finding a username for you here on Community yet) - wanted to post the screenshot of where you can find the Admin screens to force a refresh of the User Permissions.

Also note that with Dashboard Permissions enabled, you do have to either make a dashboard available for “Public” View (from the Dashboard Builder Screen), or give access to specific people as we did with Felix’s test username.

The easiest route for this kind of thing is to go to the 3rd tab shown on the screenshot below named “Sharing Groups” and create a user group of Viewer Users - then you can add that group to any dashboard meant to be shared with viewer users.  Seems like redundancy, since the CSM is ‘giving permission’ when sharing the dashboard, but this will allow certain sensitive dashboards, if you have them, to be limited for who the end user can share them with.

Hope the information and below screenshot help!

Thank you to all who joined this session of office hours - here’s the recording of the session for anybody wanting to review it:

https://app.gong.io/e/c-share/?tkn=jkdsobc2iym7bui3pl29rw8w

Information for @BTerborg on creating a rule to compare Avg Days Open for cases opened last 30 days vs cases opened last 31-60 days.  

It’s not an easy setup since you have to calculate days open for each data set based on whether the case is open or closed, AND whether Close date (for the 31-60 days) should be discarded for the “end of previous 30-day period”.

Recommendations with some screenshots:

First, add 3 Calculated Fields to the table in Gainsight where you are storing the Case info to calculate 3 Days Open scenarios so you don’t have to mess with it in the Rules Engine.

All 3 are numeric output and then calculate the difference between 2 different dates:

Field1: Days to Closed Case

This field will be NULL when there is no Closed Date.

Field 2: Days Since Open Date to Today -- same process as above, but subtract open date from Today() date when building the formula: 

Field 3: Days since Open Date to 30 Days Ago -- same formula as above but then subtract 30 days from it at the end - yes, you’ll have negative values for recently opened cases, but you’ll ignore those anyway in the rule for the 30-60 day cases:

Once you have those 3 formula fields added, you have what you need to build the rule (I’ll post that in the next comment)

Continued from above, here’s what the rule setup looks like:

The tasks between the 2 fetches and the merge at the bottom are Transformation tasks. The flow for each side is basically the same:

1. Fetch the list of Cases for Last 30 Days (other branch for 31-60 days).  Include the Company ID, Date Opened, Date Closed, and the 3 calculated fields you created in the table.
    
2. Use a CASE formula to select which of the calculated fields you want to use for the average in that data branch.  CASE adds a column to your data set and it’s a good UI for leading you through.  Here’s the CASE for the 30-60 day Cases that creates the “Days Open” to use for averaging:

   

   The CASE for the last 30 days is similar - it’s just Closed Date not equals Null, use the Days to Closed, otherwise, use Days Open to Today.
    

3. Calculate Average Days Open for Company ID for each data set of this new column, then
    

4. Left Join the 30-60 day Avg to the list of Last 30 Days Avg by Company ID (this way, if there were no cases at all in the 30-60 day, you still have the Avg of last 30 days for the company.

Once that’s done, you can add another Transformation to calculate % difference if you want, or you can just use actions for comparing them to set the score.

Hopefully this gets you going in the right direction for setting up the fields and the rule - let me know if you have questions - thanks!

Scott